VITL
Customer Success Manager
Summary
VITL is a Nashville-based healthtech company providing simple e-prescribing infrastructure and an open pharmacy marketplace for cash-pay medical practices. The Customer Success Manager will manage a high-volume portfolio of Tier 2 and Tier 3 clinic partners to drive platform adoption, repeat ordering, and long-term retention through proactive, scalable engagement.
What you'll do
Manage a portfolio of Tier 2 and Tier 3 clinic partners using a structured, proactive engagement model.
Monitor customer health signals including ordering frequency, platform usage, and engagement.
Proactively contact clinics showing reduced activity or disengagement to recover at-risk accounts.
Support clinics in placing repeat orders and maximizing value from the VITL platform.
Provide product guidance, best practices, and operational support to clinic partners.
Collaborate with Sales and the Customer Onboarding Specialist to ensure smooth post-onboarding transitions.
Identify opportunities to increase engagement and drive additional ordering activity.
Document customer interactions and maintain accurate records in CRM systems.
Contribute to scalable customer success programs and outreach campaigns.
Share customer insights and feedback with internal teams to improve the customer experience.
Requirements
2–5+ years of experience in Customer Success, Account Management, or Client Services.
Experience managing a portfolio of B2B customers.
Strong communication and relationship-building skills.
Highly organized with the ability to prioritize across many accounts.
Comfortable using CRM systems and tracking customer health metrics.
Proactive mindset focused on identifying and solving customer challenges.
Preferred: Experience working with healthcare providers, clinics, or medical practices.
Preferred: Experience supporting SaaS platforms, marketplaces, or ordering systems.
Ability to handle PHI/PII and follow HIPAA, company privacy policies, and least-privilege access practices.
Conditions
Full-time role.
Hybrid work arrangement.
Location: Nashville, TN.
Reports to the Director of Customer Success.
Compensation includes a competitive base salary (determined by skills, experience, and location) and may include performance-based incentives, benefits, and company options.